Pep Boys

Dear [redacted] , We are in receipt of the complaint sent to your office on September 25, by [redacted] We apologize for any inconvenience [redacted] may have experienced at our facility.>The Area Director did investigate [redacted] s claim and was not able to find a print out for the alternator testThe Area Director has advised the manager to contact [redacted] and advised [redacted] to return to our facility for a refund We again apologize, as well as thank [redacted] for allowing us the opportunity to address his concerns Regards, Robin S [redacted] Customer Care Specialist Pep Boys West Allegheny Avenue Philadelphia, Pa

Dear [redacted] We are in receipt of the complaint sent to your office on August 7, by [redacted] A claim is handled by our claims departmentIf [redacted] is not satisfied, we ask that he notify the claims adjuster.Regards,Robin S*Customer Care SpecialistPep BoysWest Allegheny AvenuePhiladelphia, Pa 19132Phone: ###-###-####Fax: ###-###-####

Dear [redacted] We are in receipt of the complaint sent to your office by ** [redacted] on July 7, 2014, We would like to apologize to **[redacted] for inconvenience he may have experienced at our Pep Boys facility.** [redacted] has been contacted by our claims department and also by an adjusterThis case will be handled by the Claims Department We again apologize as well as thank ** [redacted] for allowing us the opportunity to address his concernsRegards, [redacted] Customer Care Specialist Pep Boys West Allegheny Avenue Philadelphia, Pa Fax: ###-###-#### Regards,

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: Regards, [redacted]

Dear [redacted] , We are in receipt of the complaint sent to your office on July 26, by [redacted] We apologize for any inconvenience [redacted] may have experienced at our facility On July 7, [redacted] was contacted and advised that we will replace the A/C hose and the drier, and we would recharge the systemAt that time [redacted] was advised that the compressor has a small leak in the front seal [redacted] advised he would address that in the future [redacted] than put in another complaint , it was addressed by the Area Director who offered to put the new compressor in at no labor charge, but that [redacted] would be responsible for the part The repairs were done along with the compressor and [redacted] has picked up his vehicle We again apologize, as well as thank [redacted] for allowing us the opportunity to address his concerns Regards, Robin S [redacted] Customer Care Specialist Pep Boys West Allegheny Avenue Philadelphia, Pa Fax: ###-###-####

Dear [redacted] , We are in receipt of the complaint sent to your office on October 29, by [redacted] We apologize for any inconvenience [redacted] may have experienced at our facility.The service manager did leave a message for [redacted] to return to have the replacement parts installed.We again apologize, as well as thank [redacted] for allowing us the opportunity to address his concerns..Regards,Robin S*Customer Care SpecialistPep BoysWest Allegheny AvenuePhiladelphia, Pa 19132Phone: ###-###-####Fax: ###-###-####

I was able to go back to the store and they have refunded me the money I originally paid for the serviceI did ask the Manager Doug if they were out of sticky tire weights and knew it, how many customers over the weekend did they perform tire mounting and balancing for that paid for the service but did not actually get their tire weights appliedSo basically they could have many others charged for a service they never performed

Dear [redacted] ***, We are in receipt of the complaint sent to your office by [redacted] dated April 22, We apologize for any inconvenience [redacted] may have experienced at our facility.>The vehicle was left on our lot after closing timeThe vehicle had to be pushed in to our shopThe vehicle was placed in our #bay, that is a rubber padded lift with no adjustments that lift the vehicles from the frameAfter [redacted] had called and stated that we had damaged his vehicle, the CTV was reviewed, we found no wrong doing on behalf of Pep Boys We again apologize as well as thank [redacted] for allowing us the opportunity to address his concerns Regards, Robin S [redacted] Customer Care Specialist Pep Boys West Allegheny Avenue Philadelphia, Pa

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Hi ***, Chris, the Service Manager, called me this morning and told me that he has a check for me even though I requested it be mailed Later, the district manager, Chris, called me and said that he is holding the check because I rejected your last update to the Revdex.com As I told him, I only have options for your responses back to the Revdex.com – Reject or Accept Since no one from Pep Boys could tell me the specifics of the refunded $ amount, I had to reject the offer Chris, the District Manager, told me that the refund is for $1, As this point, I accept the offer from Pep Boys and Chris, the District Manager, said that he will mail the check to my residence (address below) But Chris is waiting on your approval to mail the check to me Thanks [redacted] , [redacted] Regards, [redacted]

Dear [redacted] , We are in receipt of the complaint sent to your office on October 15, by [redacted] We apologize for any inconvenience [redacted] may have experienced at our facility The service manager contacted both [redacted] and [redacted] and they have come to the agreement that Pep Boys would supply the parts and [redacted] would pay the labor at a discounted rate We again apologize as well as thank [redacted] for allowing us the opportunity to address their concerns Regards, Robin S [redacted] Customer Care Specialist Pep Boys West Allegheny Avenue Philadelphia, Pa

Dear [redacted] , We are in receipt of the complaint sent to your office by ** [redacted] on April 2014, We would like to apologize to ** [redacted] for inconvenience he may have experienced at our Pep Boys facilityRegards, [redacted] Customer Service Coordinator

Dear Ms ***, We are in receipt of the complaint sent to your office by Mr [redacted] dated August 6, We apologize for any inconvenience Mr [redacted] may have experienced at our facility The manager did reach out to Mr [redacted] and agreed to refund Mr [redacted] for the part and labor on one side We again apologize as well as thank Mr [redacted] for allowing us the opportunity to address his concerns Regards, Robin S [redacted] Customer Care Specialist Pep Boys [redacted] Philadelphia, Pa

Dear [redacted] , We are in receipt of the complaint sent to your office on July , by [redacted] We apologize for any inconvenience [redacted] may have experienced at our facility.> [redacted] came to our facility for an oil change and tire rotation, while performing the oil change the technician noticed the coolant low and topped off the fluid from the reservoir and pulled the vehicle out of the shop [redacted] call back the next day stating she had coolant all over her engine We reviewed the CCTV and witnessed the technician removing the reservoir cap and replacing the cap, once he topped off the fluid.We notified [redacted] and advised her and offered for her to review the video, but [redacted] advised that her father would be in to review the video We again apologize, as well as thank [redacted] for allowing us the opportunity to address her concerns Regards, Robin S [redacted] Customer Care Specialist Pep Boys West Allegheny Avenue Philadelphia, Pa

Dear [redacted] , We are in receipt of the complaint sent to your office on October 31, by [redacted] We apologize for any inconvenience [redacted] may have experienced at our facility.> [redacted] was given a full refund for the repairs that had to be redone We again apologize, as well as thank [redacted] for allowing us the opportunity to address his concerns Regards, Robin S [redacted] Customer Care Specialist Pep Boys West Allegheny Avenue Philadelphia, Pa

Dear [redacted] , We are in receipt of the complaint sent to your office on July 29, by [redacted] ***We apologize for any inconvenience [redacted] may have experienced at our facility We did have the opportunity to speak to [redacted] and apologizeWe advised her that a check for $will be sent out this week to her and also a $Pep Boys gift card and hope she will accept our apology We again apologize, as well as thank Ms.Combs for allowing us the opportunity to address her concerns Regards, Robin S [redacted] Customer Care Specialist Pep Boys West Allegheny Avenue Philadelphia, Pa Phone: ###-###-#### Fax: ###-###-####

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: I do not feel they did enoughIt seems they are unwilling to recognize their failure in giving due diligence to the matter which resulted in unnecessary expensesI have provided my daughter the information and did allow her to handle it on her own but only to receive a minuscule compensatory outcome which in my mind only reflects how little they value their customer baseI would have more respect for someone who admits fault and holds themselves accountable; Pep Boys and its representatives in this matter have neither my respect nor my businessI wish to no longer pursue this but will advise other military members and veterans, family, friends, and business partners to avoid doing business with this organization because in my opinion and perception, they are not worthy and fail to meet the business ethics others in the industry work hard to upholdThe only thing I have left is to share my story and experience for others to make a more informed decision before allowing their valuable assets to be serviced in any of this organization's service stores Regards, [redacted]

Took our DodgeGrand Caravan to get fixed because engine light was onWhen we dropped van off,we specifically said we wanted Van fixed cause it needed to pass emissionsThere were codes that came up and said they would take care of itdays later we picked car up and spoke to the salesman Bill ,and I asked him if it was gonna pass emissions and he SPECIFICALLY said yes, and if we had any problems to bring it back and they would take care of it ,after paying over $800to have work done,even had rear brakes done..Well days later engine light came on with the same code.So we took van back ,and they said that a new code popped up ,and was gonna cost an additional $to get it fixed .Dont think its fair to charge an additional charge when the salesperson Bill said work was guaranteed and that it would pass emissionsSo we asked the Manager on duty why the salesperson would say that it was guaranteed to pass emissions, and his response was that he never said thatNot only did he lie to us ,but said he was sorry and the Manager said that he shouldn't of said that I told him that I was going to report him to the Revdex.com ,and his answer was "Go ahead doesn't bother me .Don't know why these people are still in business if they treat their customers like this, and lie to them about getting their car fixed,on!y to have to take their car back .Seems as though their doing this to get more money out of customers.A very unsatisfied customer !!!!! And we've been loyal customers since 2000.Hopefully this company is not doing this to most of their customers

Went to Pepboys today at the T [redacted] F*a location; at N Monroe Stto get four 10ply tires for my dodge 1500, after pricing several places pep boys appeared to be the best deal at $It turns out I could not have possibly been more wrongThe manager; M***, gave me a quote of $(without giving me details about what that included), and said I would get a free brake inspection, alignment check, and that a free warranty came with the tiresAll great news! He said it would take at MOST an hour and a halfI decided to hang out and watch the work being doneA young kid I believe named K [redacted] began the workIt took him twenty minutes to remove the first tire, and additional ten to twenty minutes to try and get the rim removed with the automatic machineFinally he called over another attendant to help him get it removedThen he began textingI was getting frustrated at this point, since it had been nearly fourty-five minutes since the process began and he only had ONE tire removedAnother twenty minutes later he had put the new tire on the rim and loaded it onto the truckonly then did he realize he FORGOT to put pieces back on the rimAt this point I was LIVID and called over Manager M***, I asked him if K [redacted] had done this kind of work beforeManager M [redacted] said "He just hasn't used this equipment." I said "So he's never done this work before?" Manager M [redacted] said "No, not on this equipment." I said "What the hell, why did you give me a newbie? I don't want him working on my truck anymore." Manager M [redacted] said "I'll go help him in a moment." Several minutes later, he emerged from the back room with a bowl of cereal, munching away as he leisurely strolled over to where K [redacted] was STILL struggling to get the first wheel mounted rightManager M [redacted] continued eating and did not help K [redacted] at ALL, instead he watched him struggle to get the second wheel offI stood there staring in horror at the situation, finally after about five minutes, Manager M [redacted] realized I was watching and put down the cereal and began helpingWhen he walked back into the office, I told him again that K [redacted] should NOT be touching my car, I wanted SOMEONE ELSE to finish the workFINALLY, another mechanic came over and began popping the tires off, and replacing themIt took him only twenty minutes, what took K [redacted] nearly two hoursEven with as quickly as the new man worked, I was still there nearly three hoursFinally when the truck was finished Manager M [redacted] came back inI told him that this was the WORST Pepboys experience I had ever had, and that although he had been nice to me it was clear that K [redacted] had no idea what he was doing and had no business working on a truck when he didn't know the equipmentSecondly I told Manager M [redacted] that he was badly representing his company, as the way I was treateda young woman with a truckmade it seem that his company put the 'newbie' on the woman's truck because it 'didn't matter'Manager M [redacted] said; 'It's alright!' When I get in the car, already angry that Manager M [redacted] did not even offer me an APOLOGY much less a discount off my purchasedid I realize that I got charged for a $warrant that he told me was FREENot only that but I was charged for wheel balancinghow was that not part of the package? He said everything was includedIf I had known the warranty was extra I would have never purchased itNeedless to say, a HORRENDOUS experience, I will NEVER be supporting Pepboys again as a customer AND as a womanI urge other potential customers to stop and think before you patronize this business!

Dear Ms ***, We are in receipt of the complaint sent to your office by [redacted] ***Please see the below response from the manager at this location Mrs [redacted] came in to our facility on February 8,to have her van servicedWhen the her van was first inspected there were a number of issues that need attentionThis vehicle had a considerable amount of rust on the undercarriageHere is the list of the service and parts that were replacedRear pads and rotors replaced, tune up package, step fuel service, PepBoys oil change, two tires replaced, inner and outer tie rods replaced, alignment, alternator replaced, Battery tested as good needing to be charged, battery charged, Evac and rechargeThere was no dye present in the system so in order for us to make sure the system works it needed to be filled and have dye put inAll these service were performedMr [redacted] was told that in order for us to know what was going on that we would have to wait till the dye came out and then we could let them know where the leak was coming from on the ac system and then could make an accurate assessment of what was needed to make repairsTotal amount of ticket $ On February 9, Mr [redacted] brought the van back in saying it would not crankCharging system test completed results bad batteryWe replaced the bad battery 34/78dt800ps customer was made aware that they had years free replacement and years of total warrantyTotal amount of ticket On May 7, Mrs [redacted] returned with her van and states the AC is not working never has and that she paid dollars for this to be fixed why is it not fixed! I explained to her that on her visit back in February that of the said dollars only was related to her AC and that her husband was told that when it stopped working to bring it in and we would look for the dye and let her know where the leak was coming fromShe said ok and we took it back to be looked atAfter looking the van over including looking at the rear unit near the lift gate the only leaks visible were coming from both the low and high side portsBoth were replaced and the system was recharged again at no cost to Mrs ***I checked the ac vent was very cold and working properlyAt this time Mrs [redacted] was told that this was the only leaks we could see and that if it did it again it would have to be in the evaporator which outside of tearing her dash out (labor) we would not be able to tell her if that was the culprit(See work order [redacted] not yet authorized) About a week ago Mrs [redacted] calls me and says her battery would not crankI told her no problem if she could get it to me we would test everything and fix it for herWe even offered tow to Pep Boys I told her the tow would be free if it was a warranty itemVan came in and it did have a defect alternatorIt was replaced; battery was charged and tested againSystem tested great We ask that Ms [redacted] return to our facility for review of her concers ,and resolution We again apologize as well as thank Ms [redacted] for allowing us the opportunity to address her concerns Regards, Robin S [redacted] Customer Care Specialist Pep Boys [redacted] Philadelphia, Pa

Dear [redacted] , We are in receipt of the complaint sent to your office by [redacted] on September 20, We apologize for any inconvenience [redacted] may have experienced at our facility.>The Service manager is trying to get in contact with [redacted] and set an appointment for [redacted] to take her vehicle to another Pep Boys facility of her choice for an inspection We again apologize as well as thank [redacted] for allowing us the opportunity to address her concerns Regards, Robin S [redacted] Customer Care Specialist Pep Boys West Allegheny Avenue